Technical Support Manager

Job Description

Ebury is seeking a Technical Support Manager to lead a global team of Technical Support Engineers in its Madrid office. This role is hybrid, requiring four days in the office and one day working from home. The Technical Support Manager will provide guidance, training, and performance evaluations to the team, ensuring efficient and effective issue resolution. They will also develop and implement processes and procedures to enhance the quality and efficiency of technical support services.

Responsibilities include:

• Managing and mentoring a global team of Technical Support Engineers.
• Overseeing the daily operations of the technical support team.
• Developing and implementing processes to improve support services.
• Defining and maintaining the team's technical roadmap.
• Collaborating with cross-functional teams to resolve complex issues.
• Monitoring KPIs to identify areas for improvement.
• Participating in recruitment and onboarding.
• Staying up-to-date on industry best practices.
• Influencing the product and technical roadmap.
• Ensuring system reliability, availability, and security.

Requirements:

• Proven experience (3+ years) managing a technical support team.
• Strong technical background.
• Strong understanding of technical support processes.
• Excellent leadership, communication, and interpersonal skills.
• Ability to motivate and inspire a team.
• Strong problem-solving and analytical skills.
• Experience with ticketing systems and support tools.
• Familiarity with Agile methodologies and software development.

Ebury offers:

• Continued personal development through training and certification
• Discretionary bonus based on performance